Senior Amazon Connect Consultant

Senior Amazon Connect Consultant (Voice Connect)

Company: Snap Code Inc

Location: Remote

Duration: 6 Months

• System Management:
  Oversee the administration, configuration, and maintenance of Amazon Connect instances. Ensure system reliability, scalability, and efficiency.
• Problem Solving:
  Identify, diagnose, and resolve technical issues, including network, integration, and application problems.
• Continuous Improvement:
  Propose and implement system enhancements, including automation and integration with other AWS services.
• Project Management:
  Lead and coordinate projects related to Amazon Connect, ensuring timely and within-budget delivery.
• Coordinate with onshore, nearshore, and offshore teams to ensure seamless delivery of Amazon Connect projects.
• Stakeholder Communication:
  Act as a primary point of contact for internal stakeholders and external vendors, providing regular updates and technical advice.
• Documentation and Reporting:
  Maintain detailed documentation of system configurations, changes, and issue resolutions. Prepare technical reports and analyses for management review.
• Training and Development:
  Develop and provide training materials and sessions to improve team skills and knowledge of Amazon Connect.
• Translate customer requirements into contact center design, leveraging best practices and providing optimized solutions.
• Design and lead implementation of Amazon Connect processes including new/modifications to the application, workflows, access control, interfaces and any other configurations.
• Lead delivery teams as a senior technical leader in a hands‑on capacity to remove blockers by creating proofs of concepts and troubleshooting with other engineers.
• Act as the technical liaison between offshore technical team and customers/partners.
• Provide recommendations for enhancing existing operations and new updates or modifications.
• Support and enhance existing processes based on new requirements or upgrades.
• Facilitate requirements gathering, review and document requirements.
• Effectively manage all aspects of projects and customer communications.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5 years of development experience specifically with Amazon Connect.
• Proven experience managing diverse technical teams across various regions.
• Minimum of 3 years managing teams with a strong emphasis on technical deliverables.
• Strong knowledge of AWS services, particularly Amazon Connect, Lambda, and other AWS integrations.
• IT experience in Contact Center cloud‑based products, solution design and implementation;
  Contact Center architecture knowledge.
• Experience with Contact Flow Design, Lambda Integration, Lex Integration and Call Center Routing.
• Proficiency in programming/scripting languages such as Python, JavaScript, or similar.
• Excellent problem‑solving skills and ability to manage complex technical challenges.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Relevant AWS certifications are a plus.